Information Technology Support Analyst for our Lisbon office
Job Purpose/Summary
The Information Technology (IT) Support Analyst provides first level support to CTI employees and sets up and maintains all phone and computer equipment. The position is also responsible for installing, testing, validating, and maintaining various company-wide systems as well as procuring equipment and working with vendors.
What You'll Do
Provide first level support to all CTI employees for computer system hardware, software, and telecommunications equipment
Provide billable IT support to client projects as assigned
Meet with all new employees to review set up and procedures for computer and telecommunication devices
Train employees as needed on IT products and enhancements
Procure and install new electronic devices such as PCs and mobile devices; set up as required
Manage inventory of IT equipment and supplies; replenish, as needed, while aggressively watching the budget
Maintain CTI internal systems such as phones, copy machines, and other equipment
Manage mobile devices platforms
Assist with implementing and supporting third party applications
Assist with system and database testing and validation as required
Make recommendations for hardware and software standardization
Maintain necessary documentation as required by CTI Standard Operating Procedures (SOPs)
Meet all project deadlines on time and on budget
Manage system images and software deployments
Proactively identify areas where technology can improve business processes and productivity
Manage projects specifically related to system upgrades / enhancements and assist with designing implementation plans for rolling out with minimal impact to users
Lead companywide or group trainings to educate users on changes to technology
Participate in an on call rotation schedule to provide support to CTI employees for critical IT needs outside of regular business hours
What You Bring
2 to 3 years of experience working with desktops, laptops, first-level support issues, and networks in a multi-site environment
Strong working knowledge of Microsoft applications, including Office 365 and Windows
Experience installing and supporting desktop environment
Experience providing first-level support
Some exposure to drug development and clinical research process is preferred
Good written and communication skills
Ability to work independently and be self-motivated
Strong customer service skills
Patience and good humor in dealing with users
Excellent problem solving skills
Bachelor degree or equivalent in computer science or information technology
Experience with system management tools such as KACE and MDM systems
Experience managing Active Directory users and groups
Experience with remote support tools and VPN clients
Why CTI?
We support career progression – 25% of our global staff is promoted annually and we have a structured mentoring program to provide the support you need to move forward
We value education and training – We provide tuition reimbursement, partner with universities and colleges to create programs in our field, and have a dedicated training department
We value our people - We have never had a layoff in our 20-year history, support a work-life balance with flexible schedules, and have provided cash bonuses every year for the past decade
Our culture is unparalleled
We think globally and act locally – We have a global philanthropic program supporting our team's efforts to improve their local communities
We are looking toward the future – We have had a consistent 15% growth rate over the last decade, invest in cutting-edge technology, and pride ourselves on our average 95% annual retention rate
Our work makes a difference – We focus our work on treatments for chronically and critically-ill patients, who are depending on us to bring these life-changing therapies to market
Are you interested? Then we look forward to your electronic application, with a tabular CV in English, as well as information about your earliest possible starting date and your salary expectation!
CTI Clinical Trial and Consulting Services
Sofia Feijó
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